Broadacres Housing has implemented a multi-channel solution from IT integrator Unify Communications based on Enghouse Interactive’s contact centre software alongside its existing Microsoft Lync unified communications platform.
Rebecca Welburn, communications manager, Broadacres Housing Association, said, “For our tenants, email and social media are becoming more popular and increasingly rivalling the more traditional use of fixed-line telephony, but we had no central coordinated approach for interacting across all of these platforms.
“That’s why we sought out an IT partner with extensive knowledge of the contact centre market and experience of deploying Microsoft Lync and Microsoft Skype for Business. One of the great benefits of working with Unify is that it can provide a complete and fully-integrated contact centre solution for us and act as a single point of contact.”
Mark Birch, head of ICT, Broadacres Housing Association, said, “One of the great advantages of deploying Enghouse Interactive is that it enables us to bring the customer service skills of the whole organisation, not just the contact centre, into play when answering tenants’ queries. That means we can use presence management with Lync, enabling us to offer a more informed service, to see if the required contact is available and ensure we don’t transfer calls to an unanswered line.
“We have also used Enghouse Interactive’s reporting to get a much better insight into how we are performing. That means gleaning important information around how quickly we are meeting tenants’ needs, who is getting in touch with us via social media, and what is the average time taken to answer communications over different channels, as well as the types of questions people are asking us and why they are getting in touch.”